Features request for better Windows 8 experience on SDP on-demand
Hi, We are test driving on-demand and notice some actions do not work properly on Internet Explorer 11 App. Please improve compatibility as there are many new low priced Windows 8 tablets being sold. I would like also to suggest designing Windows Start Menu Tiles for SDP on-demand. Please follow this url as it would be a massive improvement: http://www.buildmypinnedsite.com/en I also integrated with Azure AD, ADFS and Office 365 for SSO. Please contact me if you would like to know the procedure.
iPhone app - possibility to view solution base?
Hi. Are there any plans to include the solution base in the SDP On-Demand iOS app? The ability to see own cases and so on is great, the app would be fantastic if it supported the possibility to search the solution base when visiting a customer for instance, out of office. And without the need to logon to the browser solution... Keep up the good work, you're products are simply fantastic. Best regards Terje Gabrielsen
Technician Edits
Please allow Technicians to edit their posts. You can allow edits up until the time the case is closed...and then lock it down.
IMAP mail, instant receive...
We are using Office365 and Exchange mail server, and would like to have "push" mails on SDP, but there is no option for this, because fetch time are minimum 2m ?
More functions for the approver for Service Requests
Hi Thank you for always answering my requests. My supervisor requests if you can add additional options for when a tech sends him an approval. His view of the request is very limited. 1) The ability to see linked Purchase Orders from Service Request with the attachments. 2) The ability for the approver to add a note like in a regular request and the ability to send the note to the tech assigned so if the approver needs more information he/she can send the note without rejecting the request. 3) Take
enable automatic status update when technican gets assigned
Hi Alot of times actually all the time when a tech gets assigned to a ticket the tech has to manually update the status. Can there be an option in the business rules that when a tech gets assigned that the status gets automatically changed to assigned or other custom status? Thanks!
Enable notification if another Tech is working/viewing on the same ticket
Hi We have a triage team that filters out tickets and assign the tickets accordingly, The problem they have no idea that someone else might be looking at the same ticket and there will be multiple assignments because the team didnt know that the other tech assigned it already, and they are always calling the other techs to see if they are in the ticket, Is there any way to have like a pop-up notification or something else that will notify the tech currently trying to access the ticket that someone
enable Service Requests from APP and mobile website
Hi In our origination we have disabled the use of Incidents and only use Service Request (for the associate to PO feature). When users go via the mobile website and the APP they are only opening incidents instead of service requests and we have to change each one manually to convert it to a service request. Is there any way you guys can implement Service Requests on the mobile side? Thanks as always!!
CMDB/ Project Modules On-Demand - New UI 6
Will CMDB and Project modules be added to the On-Demand version soon? Is it planned? Also is the new UI 6 scheduled to be deployed to the On-Demand as well at the same time it is for the On-Premise?
Add a notification rule to alert a manager when ticket is assigned to his team
Please consider this feature request. Thanks you!
Edit Replies
Hi, It appears to me that an original post can be edited, but replies can't. If that is incorrect, please respond with instructions on how to edit a reply. On the other hand, if I'm right and replies cannot be modified once you click the "Send" button; I'd like to suggest that as an idea. It would be helpful to me if I could go back to modify a reply (usually to add something I forgot or to correct a typo) after it's been sent. Can that be added? Thanks, Tom Preston
Purchase Order: Add Custom fields to emails
I propose that SDP include purchase order custom fields & “Cost Center / GL Code” fields in the emails produced by “Email the Owner” or “Email the Vendor” buttons.
Manually close Purchase Orders before approvals etc
Hi We are currently in the proccess of importing all of our PO's from our old system into SDP-OD. We dont want to go through the whole proccess of approvals, recivieng etc.we just want to close the PO is there any way of doing it? Also if a tech creates a PO by mistake i dont want them to delete i would want them to put in a comment and then just close it. Thank you
Add a variable to Notification for extension
It will be useful to have the requester's extension in the email notification for technicians. Please consider.
Location field in asset table
Workstations, printers and other assets have "Location" field that one can specify when entering new asset (workstation, printer, etc). However, this field is not available on asset list - column chooser does not have this field available to select. Please add field "Location" to column chooser for any asset list (printer, workstation, etc). Thank you!
Mobile App: PO / Ticket Approval
Mobile App: Please add links in purchase order and request ticket emails which can open up the mobile app. The user should be taken directly to the approval/reject page in the mobile app for the appropriate request or PO based on the clicked link. In the mobile app, we would also like an enhancement to be able to approve tickets & purchase orders.
How can I attach a temporary non-IT asset and pictures to a Request?
Hello, I receive a "Request(s)", that I need to assign a temporary asset too. I need to document when the Requester has the temporary asset. How do you do it from the "request page" and can I run reports showing an asset and all it's users with time frames? I also need to add pictures and documents to a request to show work that has been completed. How is this done? Thank you
Add a Manager field into the Requester section of the Incident/Request form.
For the company I'm working for, this attribute is valuable for technician to determine who the manager is for the user when it comes to submitting for approval. Please add this field as soon as possible.
Contract Notifications
Please add multiple notifications reminders and the option to send reminders to non-technicians like managers and other users.
Add Cost Column for Contracts
When looking at contracts, cost is not available to choose in the column chooser. Please add cost to the column chooser.
Adding $Site to Message Variables for email notification rule
We use Sites heavily here and it's valuable to include sites in the message body so our technicians can quickly know where the users is from. Is it possible to add $Site to the list of Message Variables?
Make Business Rules work on Service Requests
Currently business rules only work on incidents and do not work on service requests. It would be very helpful to enable business rules to assign a certain service request to a particular person or group, similar to incidents.
Optionally include ticket attachments in Reply or Forward
I would like to propose the ability to have replies or forwards from conversations optionally include ticket's attachments: I'd like the system to give the user the ability to optionally include ticket attachments when the “Reply” or “Forward” button is used in a ticket. The user would be given the option to include attachments by having a checkbox for each attachment, where the user must check the box to have the attachment included in the email.
Requests: Send email with selected request information
I would like to request the ability to send an email with selected request information currently found in "Print" button, including request's attachments: Currently in a request, the user can click the “Print” button which brings up the screen below. From there, the user can choose which information they would like to print. I would like a quote to pay for an enhancement which would give us the ability to use this same type of functionality, but instead of printing, the system would Email the data
Ability to assign separate Operational Hours for different departments
We have a Help Desk department in our office that works different hours than our IT dept and right now I have to create a separate "site" for them to have different hours, while technically, they are in the same site. It would be nice to assigned them different operational hours, instead of creating a separate site, doing this creates more configuration issues. Thanks.
business rules - action to change site
Hi There, I'm just going through the business rules and noticed that there isn't an action available to change the "Site" field on a ticket. Is there any chance we could get an action option to "Change site to"? Thanks Andrew
Purchase Order: Automatic Ordering
In the Purchase Order module, we would like the ability to automatically Order the PO when the PO status is changed to "Approved". The PO status is currently automatically changed to "Approved" when all approval requests are approved. I'd envision this workflow: User creates PO. During PO creation process, 2 new fields would be included on the PO creation screen. Field 1: Checkbox - Label: "Check this box to have the system automatically Order the PO when PO status is set to "Approved" Field 2:
Add ability to print a list
I would like the ability to print a list in SDP. For example, I may bring up "My Requests" list, but there is currently no way to print or export the list.
Add approve/decline links in the PO approval and request ticket approval emails
Add approve/decline links in the PO approval and request ticket approval emails. The user should be able to click an approve/decline link in the email which would immediately and automatically set the PO/ticket request as approved or rejected without having to click on another screen. The links should work on smart phones as well as traditional email inboxes. The current process is that the user must click a link in their email to get to a screen where they they click approve/decline. I would like
Requester view of assets
Please create a role which will only allow a requester to view assets, as well as create/edit/run reports on assets which are within their department.
Add Purchase Order in body of approval email
I would like to include the body of the Purchase Order (PO) in the body of the approval email sent to PO approvers. For reference, the PO body is currently displayed on the web page which the approver sees after clicking the link in the approver email. By having the PO in the body of the approval email, it would give the approver greater ability to easily see what they are approving/declining. The body of the PO is also already included in the “Email the Owner” functionality found on the PO website
"My Approvals" list
Please add a “My Approvals” list which is easily accessible from the web browser & mobile app, where the user could access the Request or Purchase orders which require their approval & perform the approval.
How to set more Request approval setting ?
Dear Support team or Special user. How to set Request Approval Settings follow these? 1. When I Approve another ticket I need to change request status to "Approved". 2. When I Reject another ticket I need to change request status to "Reject". Do you have any solution ?
Email Replies
Hi there, When a user responds to an email query that I send through SDP on demand I get an email saying the call has been amended with a requesters reply. Only there is no way to see what that reply is in the email. If I am away from my desk I cannot see what my update is. Is there any way another field can be added to the template to actually state what their response was. It is very frustrating not being able to see my responses when I am out and about and end up resorting to emailing from the
How to migrate full data from sdp on-demand to local?
User wanted to find a solution that can move all requests, requesters, technicians, Business rules, SLA and all configures to on premise version. The export option is available under Setup-->Data Administration-->Export Data. Please tell us export function is able to get all datas?
Open request on behalf of another requester
We have situations where a supervisor might raise a request for equipment on behalf of one of their staff members or a colleague will open a request on behalf of another colleague because their laptop is dead. Perhaps an admin assistant opens a request on behalf of an executive. I would ask consideration of the addition of an "On Behalf Of" field that is completed with a valid requester. The implications of how this would be used on a request vs. and incident would need to be vetted but seems helpful.
Preventative Maintenance Task Scheduling
Hello ManageEngine, I just recently tried setting up a reminder using preventative maintenance to double check my WSUS after Microsoft Patch Tuesday. Unfortunately the scheduling is not fine tuned enough for this. Could you please add a scheduling filter that allows for things to be scheduled like, first tuesday of the month, etc. Thank You
Can we import new fonts?
I believe the answer is most likely no. However I can see that if you host ME yourself, you get this feature. So can the on-demand solution do this?
CMDB in SDP On Demand
Is there a plan / timeframe to implement a CMDB in the on demand version like the on premise version of Service Desk Plus? It is increadibly helpful to see the relationships without having to go into each individual server / workstation like I am currently doing.
Reporting on Sites
Is it possible to include on future upgrades the ability to report on site information. I want to pull a report from servicedesk of all our sites and there addresses so that I can match it with our customers information
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